September 20, 2002

by John Laws

 

Today's work environment is characterized by uncertainty, anxiety and skepticism. Yet, the same — or better! — results are expected with fewer resources. There are no shortcuts or easy solutions — only tough alternatives — which far too often result in chaos.

 

One catalyst for harnessing this chaos and transforming it to peace is, increasingly, leadership behavior. Peace, in this context, is not the absence of conflict but the ability to cope with it.

All of us have used acronyms, which help put ideas in a logical sequence. PEACE — as an acronym for Participate, Educate, Appreciate, Communicate and Elevate — identifies leadership behaviors that can help create peace amidst the chaos in today's work environment.

 

Participate

During the mid-1980s, Nancy Austin, who co-wrote the book "A Passion for Excellence," mobilized an entire nation of managers with the phrase, "Management by walking around."

Walking around was a good start, but learning more about associates has a greater impact. To become effective in providing feedback, it is important to know your reporting constituency, meet with them regularly and be sure your rationale is clear and your language consistent.

 

Familiarity does not breed contempt. Refusing to get to know employees diminishes the likelihood of ever helping them.

 

Educate

Most of us understand what it means to educate ourselves and our staff, but educating our peers? Consistent, positive behavior is the best example.

It may be heresy to suggest that the age-old axiom of "the customer comes first" may not be relevant. However, Hal Rosenbluth, in his book "The Customer Comes Second," suggests that employee treatment of customers reflects how employees are treated. Only when employees experience respect, trust, appreciation and recognition will they serve customers with the same enthusiasm.

 

Appreciate

Simply put, people go where they are wanted and stay where they are appreciated. It is increasingly important to establish formal and informal means of acknowledging, recognizing and celebrating efforts, achievements and successes.

Of course, this is not necessarily about fun and games. What is crucially important is how leaders visibly and behaviorally link rewards with performance, making sure people benefit when behavior is aligned with expectations and cherished values.

 

The Gallup Organization suggests that profits are a natural extension of happiness in the workplace. Their research indicates that employees who have an above-average attitude about their work receive 38 percent higher customer satisfaction scores and have 22 percent higher productivity.

 

Communicate

In climate and satisfaction surveys, communication seems to be among the top three issues. "Communication" has many definitions. It is safe to say, however, that in the absence of communication, especially in times of change, the void will be filled with the worst possible scenario.

 

Whether it is to groups or individuals, one common requirement is necessary for effectiveness: Goals and expectations must be clearly defined and measurable with established follow-up and discussion intervals.

 

A once-a-year written document requested by HR is not the most effective way of assessing performance. If you are not evaluating a person every time you are with him or her, you don't have an appraisal system.

 

Elevate

Trust and credibility of action are probably the most significant determinants when establishing a higher leadership standard.

 

Much has been said about "servant" leadership. The premise is that leaders can be more effective using the power of influence rather than the power of title, suggesting that good leaders don't command and control, they serve and support.

Particularly relevant is the premise that leaders exist for the benefit of the firm, not the firm for the benefit of the leader. This is especially meaningful in light of the recent demise of several large corporations and the visibility of apparent self-serving actions, at the expense of employees.

Research and statistics continue to confirm the importance of leadership. In fact, a study by the Families & Work Institute indicated that earnings and benefits have only a 2 percent effect on job satisfaction, with "job quality "and "workplace support" having a combined 70 percent effect.

Finally, Lance Secretan, in his book "Reclaiming Higher Ground," issues an imperative to leaders in today's work force.

He says "the era of personality is over and a new era is about to commence, in which we will need to completely design work and organizations as well as our leadership style, so they speak to the needs of the soul … the mind will only do what the heart tells it to."

 

Leadership behavior is the catalyst. Peace to you and to those you lead.